Mutable Records is a feature that allows for a customer conversation / support ticket to be ingested into Enterpret as soon as it is created, but to be updated over time as the conversation progresses. This differs from the standard Enterpret behavior, wherein a conversation is only ingested one time, following resolution.

Reach out to your Customer Success Manager or to Enterpret Support and we'll help you set it up. Please note that Mutable Records typically incurs additional cost, due to the extra processing required.

The standard Enterpret behavior works for most customers, who are using Enterpret in a primarily retrospective manner, e.g., seeking insights about the top pain points that customers have faced in the past few months as an input to quarterly planning. But in some cases, the standard behavior was falling short:

When are customers are launching a new product or feature, they don't want to wait until tickets are closed to start receiving insights in Enterpret. Mutable Records allows them to ingest tickets as soon as they are created, so if a new issue is surging, they can see it much faster, and respond accordingly.

A few of our customers update the tags on their tickets following close, and those classifications will be used in reporting, browsing, etc. Since Enterpret normally ingests records only once, immediately following close, we weren't catching any of those subsequent updates.

Here is a handy table! As mentioned above, in the standard behavior, we only ingest once, when the record is closed. With Mutable Records, we typically ingest twice – on creation and on close – but additional ingests can be configured according to your needs. (For example, the Post-Close Re-Tagging use case relies on additional ingests after close.)